It can happen the day of their wedding. It can occur the day of that all-important first date. It can be the result of an action s/he or a friend took to save time or because s/he was unaware of the consequences. It could also be an error of an inexperienced or careless hair salon worker. This can range from poor hair colouring practices to a perm gone awry, singed and frizzy ends or a poor or ill-suited cut.

How you and your stylists address the situation reflects not only how good a beauty salon owner/manager you are, but also how conscious you and your salon team are of the right way to handle the situation.

Initial Contact

Be professional at all time. This includes the individual who runs the salon reception desk. She or he needs to make the appointment – either on the phone or in person without making a judgment call. It is also essential reception obtain the information necessary to speed up the process. This includes the process, the chemicals/materials used, how long ago and any other pertinent information. This will help speed up the hair recovery process. It will also allow you to have in place the right hair team and the right hair and beauty supplies to address the issue.

Dos and Don’ts

When it comes to correcting hair nightmares, you need to be careful. Do not, no matter how comical the do may look, laugh or express anything but concern. Always act like the consummate professional. With this in mind:

Do find out as much as possible before you start working on the hair. Make sure the client is very specific.

Do not make the client feel any worse than they already do about their hair. Talk about other things, instead.

Do be honest about what you can do or not do to correct the problem.

Do explain how you plan to repair or correct the hair crime.

Do not criticise the hair salon responsible. This is not professional and only looks bad for you. Avoid t

he topic. Let the client vent, if s/he wants to but do not add anything to the mix.

Do consult with both the client and other professionals in your shop. There is no shame in seeking the best help for your client’s hair problem.

Do include instructions on follow-up treatment if required and any steps they can take at home to ensure the hair intervention is not a failure.

By treating your clients with the respect they deserve, while ensuring your staff remains professional in their handling of the situation, you make sure your salon establishes and retains a reputable character.